Live Chat & Email Support Agent – Entry Level

You'll take customer calls and chats at a banking service centre in Newcastle, sorting problems on the first contact. If you turn up on time and finish what you start, you'll fit in quickly.

Home base is a banking service centre on the Newcastle side of KwaZulu-Natal. The first two weeks are spent shadowing someone experienced.

• Verify caller identity before sharing any account details, as POPIA requires.
• Log every interaction and outcome in the CRM before taking the next call.
• Process address changes, refunds and cancellations on the billing system.
• Troubleshoot routers, fibre connections and app logins step by step.
• Handle callers with UK, US or Australian accents and time zones.

• Matric with a pass in English
• No criminal record, as most clients run a background check
• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens
• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Technical know-how on Wi-Fi, fibre or smartphones
• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

• Medical aid option after probation
• Monthly performance bonus linked to quality and attendance
• Clear promotion path to team leader or quality assessor

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.